Complaints Procedure for Man with Van Hatch End
This complaints procedure explains how Man with Van Hatch End handles concerns and complaints about our man and van and removal services. Our aim is to resolve issues fairly, promptly and transparently, while using feedback to improve how we operate across our service areas.
Our Commitment to Customers
We are committed to providing a reliable, professional removals and transport service. If something goes wrong, we want to know about it. We will treat every complaint seriously, investigate it thoroughly and use the outcome to reduce the chance of similar issues arising again.
We aim to:
Respond to complaints within clear timeframes, explain our findings in plain language, and offer practical solutions wherever possible. We also log and review complaints regularly as part of our quality control for local and longer-distance jobs.
What This Procedure Covers
This complaints procedure applies to all customers who use Man with Van Hatch End for:
House removals and flat moves, single item or part-load transport, office or commercial moves, local man and van services, packing or loading assistance, and any related services we provide in your area.
You can use this procedure for issues such as delays, damage, missed collections or deliveries, conduct of staff, communication problems, or any part of our service you are unhappy with.
When to Make a Complaint
You should make a complaint as soon as reasonably possible after the issue occurs. This allows us to investigate while details are still fresh and gives us the best chance to resolve matters quickly. If your complaint relates to loss or damage, please also keep any relevant evidence, such as photographs and receipts.
How to Make a Complaint
You can raise a complaint in the following ways:
Verbally to a member of our team at the time of your move. In writing, outlining what happened and how you would like us to put things right. Please include your full name, address, date of the job, collection and delivery locations, and any reference number you may have received.
If you are making a complaint on behalf of someone else, please confirm that you have their permission to act for them.
Information We Need From You
To help us deal with your complaint efficiently, please provide:
Your full name and contact details, the date and approximate time of the service, the pick-up and drop-off addresses, a clear description of what went wrong and when, names of any staff you dealt with if you know them, and any supporting evidence, such as photos, inventories, or written notes.
The more detail you give, the easier it is for us to investigate and respond fairly.
Our Complaint Handling Stages
Stage 1: Acknowledgement
Once we receive your complaint, we will acknowledge it as soon as possible. We will confirm that we have your details and outline the next steps in the process. If we need more information to understand the issue, we will ask you for clarification at this stage.
Stage 2: Investigation
A member of our management team will review your complaint. This may include speaking to the driver or crew involved, checking job records and schedules, reviewing photographs or other evidence, and comparing events against our internal procedures and terms of service.
We aim to conduct investigations in a balanced and objective way, giving you and our staff an opportunity to explain what happened.
Stage 3: Response and Outcome
Following our investigation, we will write to you explaining:
What we have understood from your complaint, what we found during our investigation, any factors that may have contributed to the issue, and our decision and reasons for it.
Where appropriate, we may also set out any steps we have taken or will take to prevent similar problems in the future, including changes to our processes, staff training, or additional checks on removal jobs.
Possible Resolutions
Depending on the nature of your complaint and our findings, possible outcomes may include:
An apology and explanation, corrective action such as returning to complete agreed work where feasible, a gesture of goodwill, or consideration of compensation in line with our terms and conditions and any relevant coverage limits.
We will always explain clearly what we can offer and why. Some outcomes may depend on the condition of items before the move, pre-existing damage, how items were packed, and the cover level you selected.
Timeframes
We aim to resolve most complaints within a reasonable time. Complex cases may take longer, for example where we need additional information, multiple staff statements, or further evidence.
If we believe there will be a delay, we will let you know and explain why. We will also keep you updated on the progress of your complaint, especially for larger house moves or multi-vehicle bookings where more investigation may be required.
If You Remain Unhappy
If you disagree with our decision or feel that your complaint has not been handled properly, you can ask us to review the outcome. Please tell us which parts of the decision you dispute and provide any new information you would like us to consider.
We will then arrange for a further review, where possible by someone who was not directly involved in the original investigation.
Confidentiality and Data Protection
We treat all complaints in confidence. Information will only be shared with staff who need it to investigate and resolve the issue. We will keep records of complaints and our responses in line with our data protection responsibilities and retention policies.
Using Feedback to Improve Our Service
Complaints, comments and suggestions all help us improve our man and van and removal services. We regularly review complaints data to identify patterns, such as recurring issues around scheduling, communication, or handling of specific items. This guides staff training and service improvements for future moves.
By following this complaints procedure, Man with Van Hatch End aims to provide every customer with a clear, fair and accessible way to raise concerns and have them properly addressed.
